CVS Situational Judgment Scenarios 3

Question 1

During a busy afternoon shift, a shipment arrives that requires immediate stocking. You also have a line of customers waiting at your register. What do you prioritize?

Accepted Answer

Serve the customers first, then address the shipment when appropriate

Answer

Customer service takes priority; shipment tasks can be coordinated around customer demand or delegated to another team member.

Question 2

You witness a coworker placing merchandise in their bag before clocking out. You are not 100% certain but it looks suspicious. What should you do?

Accepted Answer

Report what you observed to a manager or through the store's loss prevention process

Answer

Reporting to management or loss prevention is the correct channel to address potential theft without making accusations directly.

Question 3

A customer wants to return a product that clearly shows signs of heavy use, though they claim it is defective. The return window has also passed. What do you do?

Accepted Answer

Follow store return policy, explain the limitations, and offer to contact a manager if the customer disagrees

Answer

Following store policy while remaining respectful and offering escalation options balances consistency and customer satisfaction.

Question 4

You are helping a customer when your phone buzzes with what you expect is a personal emergency text. What should you do?

Accepted Answer

Excuse yourself politely, finish assisting the customer quickly, then check your phone in a private area

Answer

Completing the customer interaction before addressing personal matters maintains professionalism while still allowing you to handle urgent needs.

Question 5

A manager gives you instructions that seem to contradict what a previous manager told you. How should you handle this?

Accepted Answer

Clarify the discrepancy with your current manager by explaining what you were previously told

Answer

Raising the conflict with your current manager ensures alignment and prevents errors from inconsistent direction.

CVS - Assessment Practice Test

CVS - Assessment Practice Test

CVS Situational Judgment Scenarios 3